Love-Rugs Avis 

Réponse de Love-Rugs

17 sept. 2024

Thanks Andrea! We're glad you love your rug.

Réponse de Love-Rugs

Actualisé le 5 sept. 2024

Mark,

Thank you for your feedback. We’re sorry that your experience didn’t meet your expectations, but we feel it’s important to clarify a few key points for others reading this review.

1. **Email Communications**: You signed up with two separate email addresses and did not use the “unsubscribe” link provided in every marketing email to opt out. The claim that you received 24 emails in 3 weeks is simply not accurate. Our records show a normal amount of communication, and we honour all unsubscribe requests, they are handled automatically and immediately when pressing the unsubscribe button or link.

2. **Despatch and Delivery**: When you placed your order, the delivery timeframe was indicated as 2-3 working days, and we adhered to this. The rug was despatched on the 3rd working day, within the agreed timeframe, and delivered the very next morning. Delivery at times direct from a supplier is explained in the delivery section on every product page and has no impact on you as an end user other than have as wide a selection as possible available to choose from.

3. **Product and Rug Authenticity**: The rug you received was the correct product – the Polar Yellow rug from Think Rugs, a well-known UK supplier. The colour, material, and thickness were all as described on our website. We provided images to demonstrate that the rug matched the product description and images. The variations in colour you referred to are often influenced by lighting and the angle of the pile, as with all shaggy rugs. You were mainly disappointed in the density of the rug, the Polar range is a very long pile shaggy rug that gives the look of a very thick fluffy rug, but is towards the budget end of that type of rug and as a result, although long piled is not extremely dense. This is not a fault, it is just a difference in expectations. It was explained that other rugs with the same length of pile are twice the cost, but are then thicker and heavier.

4. **Returns Policy**: As explained, our returns policy requires customers to arrange and pay for the return of unwanted goods unless there is a fault with the product. The cost of returning the rug would have been around £10, but despite your refusal to return it, we assured you that we are willing to assist with any issues you may have encountered, provided the item was returned to us in line with our policy you would receive a full refund.

5. **Supplier Relationships**: While it’s true that some of our rugs are sent directly from our suppliers (like Think Rugs in this case), this is standard practice for many retailers. It’s comparable to a high street electronics store selling well-known brands they don’t manufacture themselves. The suggestion that we supplied a “fake” or cheaper alternative is entirely baseless and defamatory, especially since the rug came directly from the manufacturer.

I would also point out we have well over 1000 rugs in-store in our showroom available to the public, as far as we are aware this is the largest collection of rugs available to the public in the UK. It would be physically and financially impossible to stock the 6000+ designs in, on average, 4 size variations that are available to purchase on our website.

6. **Payment**: You also mentioned an issue with Google Pay. It’s important to clarify that Google Pay is a payment wallet – not a financial institution – which simply stores card details for convenience. Any payment dispute would be handled by your bank or card issuer, not Google Pay or ourselves.

While we understand that you may not be satisfied with the rug, your claims that we are "ripping people off" are not only unfounded but also harmful. We pride ourselves on excellent customer service and transparency, and we won’t tolerate threats or abusive behaviour towards our staff.

We wish you all the best, but we stand by the rug you received and the service we provided.

Réponse de Love-Rugs

13 sept. 2024

💖

Réponse de Love-Rugs

13 sept. 2024

Thank you, we're delighted you love the rug.

Réponse de Love-Rugs

31 mars 2026

❤️